Common Questions

Reasons you may be having trouble clocking in/out:

You are trying to clock in/out too early or late.

Your agency may have a clock in/out window set, which will not let you clock in/out unless you are so many minutes away from your shift’s start/end time. Check with your agency to see what your clock in/out window is set to.

You are trying to clock in/out too far from the home.

Make sure you are inside the home when you attempt to clock in/out.

You do not have a visit scheduled.

If you think there may be a scheduling mistake, please contact your agency to ensure that you are in fact scheduled for a shift.

You have not completed your Activities of Daily Living.

Your agency may require you to check your ADLs off + enter visit notes before clocking out. If this is the case, be sure to mark all activities as either complete or incomplete before attempting to clock out.

If you are still having trouble clocking in/out, please contact your agency.

Telephony will tell you that you do not have a shift. Call back and enter your correct ID.

Not sure what your caregiver ID is? Check with your agency to make sure you know your ID.

You are trying to clock in/out too early or late.

Telephony will tell you that you do not have a shift.

Your agency may have a clock in/out window set, which will not let you clock in/out unless you are so many minutes away from your shift’s start/end time. Check with your agency to see what your clock in/out window is set to or wait until it is closer to your shift time and try again.

Need to clock in/out outside of the window? Contact your agency to let them know.

You are trying to clock in/out too far from the home.

Telephony will tell you that you do not have a shift.

Make sure you are inside the home when you attempt to clock in/out.

You do not have a visit scheduled.

Telephony will tell you that you do not have a shift to clock into.

If you think there may be a scheduling mistake, please contact your agency to ensure that you are in fact scheduled for a shift.

You ended the call too early.

Your agency may require you to wait until the very end of the call before hanging up. If you hang up before the call is over, the clock in/out will not be successful. If this is the case, be sure to wait until the Telephony call hangs up before ending the call.

You are calling using the wrong phone.

Telephony will tell you that you are calling from the wrong number.

Your agency may require you to call from a specific number (your cell phone, the client’s home or cell phone, etc..). Please contact your office to see if this is the case, and if so, which number you need to call from.

If you are still having issues clocking in/out, please contact your agency.

If you are having issues logging into your portal, it is likely because you are entering the incorrect username and/or password. Click on “Forgot Password?” and follow the prompts to reset your password.

Still having trouble? Contact your office to have them reset your information or provide you with the correct username/password.